AIICO Insurance Plc, has announced the launch of its new integrated customer- focused contact centre tagged, ‘AIIContact’.
This is an interactive customer- focused contact centre targeted at achieving consistent customer experience.
Declaring the centre open at the company’s corporate head office, in Lagos, Managing Director of AIICO Insurance, Mr. Edwin Igbiti, said with multi- channel interaction becoming the new normal, the need for cross-channel integration has been intensified.
He said AIICO Insurance, leveraging its contact centre platform will deliver an experience that spans multiple channels without break in the customer dialogue.
According to him, the contact centre is a strategic attempt to improve AIICO’s brand equity and the associated customer experience that delivers on the promise.
“We have restructured our business, invested in our people and in our verbally operational efficiency in line with leading practice standards”, Igbiti stated.
Also, the AIICO Insurance Head of Customer Engagement Team, Lydia Asini, said AIIContact is designed to specifically ensure that the customer’s experience is not only excellent but also consistent.
She said in line with its commitment to provide best in class services to its customers, AIICO has embraced technological innovations to enable it establish direct and unified contact with its customers.
According to her, the centre provides the company with real time tracking aid to be able to identify any customer call.
Furthermore, she said in establishing the centre, AIICO was driven by the fact that customers today have known their rights more than before adding that timing issue in claims settlement has remained major issue between insurers and their customers.
She added that though insurers cannot give specific time claims can be settled as it depends on the nature of claims, through the centre, customers of the company can call at any time the risk occurs and can get instant call back.
AIICO Insurance Plc is a leading life insurer in Nigeria. Founded in 1963, the life underwriting firm provides life and health insurance, general insurance, investment management and pension management services as a means to create and protect wealth for individuals, families and corporate customers.